Note: The job is a remote job and is open to candidates in USA. CVS Health is building a more connected, convenient and compassionate health experience around every individual. The Senior Data Scientist will advance Contact Intelligence as an enterprise capability by transforming customer interaction insights into measurable business outcomes through analytics, experimentation, AI, and strategic problem solving. The role will identify high-value use cases, validate business impact, and help stakeholders scale Contact Intelligence solutions across products, operations, customer experience initiatives, and commercialization opportunities.
Responsibilities
- In this role, you will partner closely with Product, Customer Experience, Service Operations, Digital, and Analytics stakeholders to identify opportunities, quantify business impact, and operationalize insights generated by Contact Intelligence across the enterprise
- This role will play a key role in advancing Contact Intelligence adoption, value realization, and commercialization efforts by identifying high-value use cases, validating business impact, and partnering with stakeholders to scale successful solutions
- You will help determine where the largest opportunities exist, develop analytical frameworks that support prioritization and decision-making, and enable stakeholders to integrate Contact Intelligence insights into products, operational processes, customer experience initiatives, and strategic investments, and emerging commercialization opportunities
- Your work will span opportunity identification, solution incubation, business case development, experimentation, impact measurement, value realization, and the development of scalable applications enabled by Contact Intelligence across internal and external use cases
Skills
- 3+ years of experience in **advanced analytics, decision science, or applied AI/ML**
- 3+ years of hands‑on experience with **SQL and Python**, with experience deploying analytics or AI solutions in **cloud environments** (GCP, AWS, or Azure)
- Hands-on experience applying **LLMs, NLP, or GenAI techniques** to text data to extract insights (e.g., call transcripts, chat logs, conversational data)
- Experience **deploying and maintaining models or analytical assets in production**, including monitoring and iteration
- **Strong communication skills**, with the ability to present insights clearly to both technical and non‑technical stakeholders
- Experience developing analytical frameworks that **influence business decisions**, product strategy, operational improvements, or customer experience outcomes
- **Strong problem-solving skills** with the ability to structure ambiguous business problems and translate them into analytical solutions
- Experience with version control (Git) and modern analytics or data science workflows
- Bachelor's degree or equivalent work experience in Mathematics, Statistics, Computer Science, Analytics, Engineering, or related discipline
- Experience working with **call center, virtual assistant, or contact center data** (voice, transcripts, chat, IVR, routing, agent interactions)
- Experience analyzing **digital, customer interaction, or call‑center data.**
- **Master's degree preferred**
Benefits
- Remote work arrangement
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- Medical, dental, and vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
Company Overview
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